FAQs
Can I change or cancel my order after it’s been placed?
Whether we can change or cancel your order will depend on where it is in the manufacturing process and whether the products can be restocked. Please contact your account manager if you wish to do this; it will be reviewed on a case-by-case basis.
Please Note: changes or cancellations of orders may incur charges.
Can you manufacture custom solutions?
One of the most significant benefits of choosing QTS as your supplier is our ability to design and manufacture bespoke solutions that suit your customer’s needs.
If you currently have a project requiring a bespoke solution, contact your account manager or fill in our contact form, supplying as many details as possible.
Do we accept credit cards?
Unfortunately, we don’t.
Do you offer trade credit accounts?
Yes, and the set up is simple. QTS will provide you with a new account form and provide you with a credit limit – subject to approval. In the event a credit account cannot be provided, you may be asked to pay via other means, but our team will always do the upmost to help where possible.
Do you provide installation services?
QTS do not directly supply installation services. However, we always want to provide you with the best service possible, so if this is something you require, we can put you in contact with reliable installers who will be able to help.
How can I get technical support for your products?
For technical support on our products, please contact our design team by emailing design@qts-ltd.co.uk or by phoning QTS and pressing “3”
How do I place an order with QTS?
Orders can be placed via your dedicated Account Manager or via the client portal Quote to Site®
How do I request product documentation?
To request product information, please email your account manager. Alternatively, email design@qts-ltd.co.uk
How do I update my business details with QTS?
To update your business details, please either email your account manager or email our accounts team: becky.owen@qts-ltd.co.uk
How long will my order take to arrive?
The lead time for your order will depend on the availability of stock, how bespoke the project is, the quantity you have ordered and manufacturing time. Your account manager will confirm your delivery date on your sales order acknowledgement.
What are your bank details?
QTS approved bank details can be found on the bottom of your invoice or on your statement. If you require assistance, please call the accounts team at QTS who will be happy to assist with your query.
What are your payment terms?
Standard payment terms are set at 30 days (month-end) from the date of invoice.
What finish would you use on wire mesh products that are going to be used outside?
Hot-dip galvanised is the most suitable finish for outdoor use, ensuring the longevity of the solution.
For more information on finishes, read our blog: What finish should you have on your racking mesh?
What is the lead time for bespoke orders?
You will find this information at the bottom of your order acknowledgement. The lead time depends on our production plan and availability of stock, If you need more information or wish to discuss your lead time, contact your account manager.
What is your refund and returns policy?
Your dedicated Account Manager can arrange a return. The goods must be returned in perfect condition and will be inspected on arrival. Once approved, a credit note will be processed minus the restocking fee. Bespoke solutions are non-refundable.
What payment methods do you accept?
Payments can be made via bank transfer, and card payments can be made via PayPal.
What should I do if my order arrives damaged or incomplete?
To mitigate this, we ensure we package our goods to protect them during transit and take photos of the pallets to ensure everything is on there.
If your goods arrive damaged or incomplete, please note this on the POD before signing for the goods. We also ask that you take pictures of the damage so we can report it to the transport company.
Please report any issues to your Account Manager.
What standards do your products meet?
QTS is an ISO 9001-certified company. ISO 9001 is the world’s most recognised quality management system standard, meaning you will receive the highest-quality product possible.
We also hold the EN1090 (execution class 2) certification, a crucial standard in the structural steel and aluminium sector across Europe and the UK. This standard assures the quality and safety of the manufactured products and aligns with the rigorous Construction Products Regulation (CPR).
Where do you ship to?
The UK, Ireland and Europe
Who is my account manager, and how do I contact them?
To find your account manager, use our postcode locator here: https://www.qts-ltd.co.uk/our-team/account-management-team/